[GS2] Department of Administrative Reforms & Public Grievances (DARPG), Sevottam Framework, E-OfficeDevendra Vishwakarma
- Functions of department
- Administrative Reforms
- Sevottam Service Delivery
- National e-Governance Plan (NeGP)
- CPGRAM: Online Redressal
- Governance Knowledge Centre
- National E-Governance Conference
- Record Retention Schedule (RTI)
- Misc. Functions of DARPG
- United Nations Public Service Awards
- #1: Mass Contact Programme of Kerala
- #2: Swavalamban initiative, Dhanbad (Jharkhand)
- #3: Graamin Haat, Madhya Pradesh
- Mock Questions
|UPSC SYLLABUS||TOPICS IN THIS ARTICLE|
|(GS2) Ministries and Departments of the Government-Structure, organization and functioning||Department of Administrative Reforms & Public Grievances|
|(GS2) e-governance: applications||
|(GS2) transparency & accountability and institutional and other measures.||
+Same topics also relevent for Public Administration Syllabus.
Ministry of Personnel, Public Grievances and Pensions. Has three departments.
- Department of Administrative Reforms & Public Grievances (DARPG)
- Department of Personnel & Training (DOPT)
- Department of Pensions & Pensioners’ Welfare (DOP&PW)
In this article, we see the first department: the Department of Administrative Reforms & Public Grievances (DARPG)
Functions of department
- Administrative Reforms, including e-governance
- redress of public grievances in general and central government in particular;
- Liaison with State Governments, UT, professional institutions and foreign countries for Public Administration related matters.
- Office Procedure Manual for Central Secretariat.
- fancy things (details in later part)
- O&M (Organization and Methods)*
*O&M is part of Public administration syllabus, but not much relevant for GS. But just for the curious souls: O&M helps simplifying and improving work systems, accounting system, file management etc.
This department helps implementing the recommendations of 2nd ARC in various ministries and departments of union, state and UTs.
|1st Report||Right to Information-Master key to governance||2006|
|2nd Report||Unlocking human capital. Entitlements and Governance – a Case Study|
|3rd Report||Crisis Management- From Despair to Hope|
|4th Report||Ethics in Governance||2007|
|5th Report||Public Order- Justice for each, Peace for all.|
|6th Report||Local Governance|
|7th Report||Capacity Building for Conflict Resolution – Friction to Fusion||2008|
|8th Report||Combating Terrorism|
|9th Report||Social Capital – A Shared Destiny|
|10th Report||Refurbishing of Personnel Administration – Scaling New Heights|
|11th Report||Promoting e-Governance – The Smart Way Forward||2009|
|12th Report||Citizen Centric Administration – The Heart of Governance|
|13th Report||Organizational structure of Government of India|
|14th Report||Strengthening Financial Management System|
|15th Report||State and District Administration|
Sevottam Service Delivery
- “SEVOTTAM” , meaning Uttam Seva= service delivery excellence.
- Ok we should have ‘service delivery excellence’. but how? One practical difficulty= lack of a common understanding on what is “acceptable quality” for service delivery across different organizations and geographical locations.
- Here, Dept. of ARPG comes to help, lays down the ‘Sevottam’ guidelines, helps various ministries and departments, states and union territories to implement them.
- You implement them in your office, and send a report to DARPG. Then you can brag in front of your parents, batchmates, neighbors, relatives, journalists and citizens that “My office/department/ministry is Sevottam compliant.”
To implement Sevottam, you (bureaucrat) do three things:
You put a nice billboard in your office, that show
- what services you provide?
- under what time limit?
- Whom to contact in case of problem?
This is your ‘citizen charter’. Most of the central ministries and departments have citizen characters in their offices and on their websites. For more on citizen charters click me
- You put in a grievance redressal mechanism.
- Grievance=feeling of being wronged.
- A grievance can be real, or imaginary, legitimate or ridiculous, rated or unvoiced, written or oral.
- But when a grievance is received, it needs to be redressed.
- You setup a Grievance Redress Mechanism (GRM). This system helps you receive record, investigate, redress, analyze, prevent any grievances.
- For central ministries and departments, there is already a Centralized Public Grievance Redress and Monitoring System (CPGRAMS). [separately discussed in other paragraph]
You improve your public service capability. But How? Three main methods